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Tag: customer service

Exemplary Customer Service

Exemplary Customer Service

This case study provides a tool and methodologies used to assist public accounting firms and other financial and managerial consultants in assessing their strengths, weaknesses and GAPs for delivering quality consulting and client service that their clients seek.

By Mary Kay Copeland, PhD, MBA, CPA and Rubina Mahsud, PhD
Accounting / Finance / Investing, Decision Sciences, Management, Marketing, Strategy
CSAT or CES: Does It Matter?

CSAT or CES: Does It Matter?

As the role of the customer becomes more and more important to the sustainability of the firm, effective allocation of resources will provide a significant advantage to customer service organizations.

By William Bleuel, PhD
Decision Sciences, Global Business, Management, Uncategorized
The Book Corner

The Book Corner

The Book Corner offers reviews by Graziadio School faculty on a variety of books on business topics.

By Graziadio Business Review
Decision Sciences, Leadership, Marketing, Uncategorized
Believe It: Complaints Are Gifts

Believe It: Complaints Are Gifts

Complaining customers give businesses a key opportunity to uncover problems and venture into new markets, as complaints are one of the least expensive market research tools around.

By Janelle Barlow, PhD
Marketing
Servicing the Software Industry (SaaS)

Servicing the Software Industry (SaaS)

There is something abuzz in the software industry from customers and developers alike and it is called Software as a Service, or SaaS for short.

By Kyle C. Murphy, DBA, MBA
Information Management/Technology (IT)

What Stays and Who Pays?

As a seller or a buyer, you must understand when and how a buyer may reject defective goods—and apply common sense as well as the law in these situations.

By Keith M. Gregory, JD and Stephen J. Baumgartner, MSc (Econ)
Business Law
Conversation with Galpin Ford's Bert Boeckmann

Conversation with Galpin Ford’s Bert Boeckmann

Professor Linnea McCord interviews car dealership mogul Boeckmann about ethics in business and “the power of trust.”

By Linnea B. McCord, JD, MBA
Interviews

Waiting Games People Play

Distraction, information, and compensation are common strategies that may mollify waiting customers.

By David McMahon, PhD
Marketing

Serving Each Other on the Inside

To improve internal customer service, managers need to measure, give feedback, and continuously improve upon how employees serve each other.

By Charles D. Kerns, PhD, MBA
Marketing

Cultivating the Customer Asset

Target customer service programs for potential customers, new customers, loyal customers, and low-margin customers.

By William Bleuel, PhD
Accounting / Finance / Investing
Pepperdine | Graziadio Business School

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